Ordered monthly contract but received a refund - no information - customer services unable to help

[ANGELA5]

Hi! I ordered a new monthly contract and phone yesterday. 

Bizarrely, I've received an email today saying they're refunding me [I paid £69.99 upfront for the handset}. I don't understand as i havent cancelled my order. Anyone else had experience of this?

Customer services live chat say they can't discuss with me and to email the fraud team which I've done. 

Very strange???

[MI5]

@ANGELA5 

It's possible that you failed the credit or identity check.

Best way is to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Bambino]

@O2Waqas Is it possible for you to investigate this for @ANGELA5?

[O2Waqas]

@Bambino Thank you for the tag, we can certainly have a look to see what we can do

@ANGELA5 I will send you a private message so we can look in to this further for you 

Thanks 

[ANGELA5]

Thank you. in the time you've replied, I did speak to someone on customer services [i routed to the fraud team as I'm really worried - it doesn't make sense] and he said as i've been referred to the fraud team [told to email them] that he can't help or give me any answers. this is all very strange. i shouldn't have failed the credit checks at all. i dont understand it. 

[ANGELA5]

thank you i hope you can help! x